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Title:  Manager, Technical Support

Job Description: Technical Support Manager

 

 

The Company – Commscope

Commscope’s Venue and Campus segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.

 

The team:

Ruckus Networks Customer Support and Services (CSS) is in the process of enhancing our business to better support our customers. Although we primarily have three customer facing teams aligned to our different customer types, we all function using a globally distributed unified operations model.

 

The role:

We are seeking a hands-on technical manager who can look after our seasoned engineers based in EMEA within our Enterprise Support team. The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions.

 

Responsibilities:

· Work in an agile team, adapt quickly and make a difference

· Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift – managing critical cases, customer escalations, meeting SLA’s, scheduled activities, time-zone handoff’s, case assignment, etc

· Independently take ownership of problems and steer/drive to resolution

· Manage ongoing High Touch and escalated critical cases

· Work closely with other TAC managers and engineers, Sales and Engineering teams

· Report complex technical issues up to higher management and executives

· Identify opportunities for new process and improvement and work with the other TAC managers to operationalise

· Represent TAC in certain meetings with both internal and external customers

· Manage a team of engineers including all TAC functions – backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base, etc

· Coach, steer and educate

· Always use good judgement

 

Required personal attributes

· Self-starter who is excited about technology

· Excellent oral and written communication skills

· Detail-oriented and critical thinker

· Calm when under difficult circumstances

· Strong customer focus - an ability to put yourself in the customer’s shoes

 

 

Required experience

· 2+ years of experience in technical managers role

· 2+ years within a support environment

· Leadership skills

· Ability to create reports using standard business tools

· Clear understanding of the metrics used in measuring a TAC business

· Good understanding of networking technologies

· Degree in Computer Science or related field or equivalent work experience

 

The following experience will be considered favourably:

· Experience as individual contributor

· Worked with enterprise customers

· Wireless AP/controller and switching knowledge

· Vendor experience

· Worked within global distributed teams


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